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Alignment, Make it around your Customers

In our previous discussions from the CCA research, we highlighted the explosion of channels; the way in which your customers communicate with you and how you work to engage your customers. We suggested that channels never really go away, thus, each new channel is an (or a series of) additional costs as well as process […]

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Channels come, but they never seem to go…

Recent research has provided further insight into some of the emerging customer service trends and ways in which organisations are working hard not only to keep up, but to try to get ahead and deliver exceptional service. Among the issues are the conflicting demands between cost (spend less time) and save money but make sure […]

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Service to customers needs to be more than just words

Customer service is a mission critical, strategic, imperative, and it drives customer experience. Your products and services are evaluated every moment of every day. When the ‘evaluation’ is not going so well, the phone rings, email chimes, social networks sing. Brand performance (your brand), loyalty and customer satisfaction are driven by the experiences your customers […]

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Just ask your customers, they will tell you

It is really a question of metrics — ask your customers, they will tell you… Who better to ask for insights about customer service than your own customers? These are the people in the trenches, the ones with the hard problems, and they are in the business of customer service after all, right? That is […]

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Evolution of the Contact Center

The purpose of a contact center, your contact center, is to support the customer driven enterprise. It is the hub of customer communications, interactions and engagement, now and will be, well into the future. From Customer Centricity to Customer Experience and Customer Journeys, the simple premise is to always consider the customer the center of […]

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Is Social Process really Digital Interaction Process?

You can run, hide, duck, turn, cover your eyes, plug your ears, maybe then you will have successfully avoided hearing, seeing or otherwise experiencing the Facebook IPO. I sometimes; no, quite often, wonder what the fascination is all about. What exactly has changed? What is really different? Is it that Everything simply happens faster. Yes […]

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It is time to move on to ‘How’ – Where the Rubber Meets the Road for Customer Service

From products and pricing to service and social, there is no shortage of talk on what companies need to do to achieve service excellence. For the past many years, specific to ‘social’ the number of people who are more than willing to share ‘what to do’ is staggering. It is easy to say what to […]

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With IBM, the focus is the Customer – PureSystems

Mind-numbing complexity, combined with a lack of resources has created a ‘situation’ in corporate IT: $2.5 Trillion – 70% of the global IT budget – is spent just making sure the status quo works. Your customers expect better – status quo does not cut it anymore! Its time to reduce complexity and focus energy on […]

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The Phone, It Still Matters in this Social, Cross-Channel World

First talked about in 1844, written about again in 1854, patented in 1876, argued about for another 10 years, connected across the US in 1915: The Telephone. We cannot forget the importance of Alexander Graham Bell (and many others, to be fair), a native of Edinburgh, Scotland a short trip from the Ciboodle HQ outside […]

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Creating Graceful and Rewarding Customer Service Experiences

The ability to provide customer service excellence is achieved by a harmonious dance between the people, processes and technologies supporting every modern business. These core building blocks make up the foundation of all world-class customer service organizations. Does this sound like your kind of customer service?  Remember, customer service experience is the customer’s perspective, in […]

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